Requests
0
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
WorldpayHead of Global Support Services
Jul. 2024Cincinnati, Ohio, United States
FISLeader - EUC Enterprise Architecture
Dec. 2020 - Jul. 2024Cincinnati, Ohio, United StatesIn this role, I lead a remote team of 4 professionals to provide support and DevOps to VDI and OS X across an international customer base of 5000 within the US, UK, and India. I manage all facets of employee relations including hiring, terminations, and performance management. I establish and implement the strategic focus across the business unit. Highlights of my accomplishments include: • Saved capital by restructuring and consolidating the FTE and Consultant workforce from 6 to 4.
• Managed all aspects of Lifecycle Management of Software and Hardware Platforms for 5000 customers. Designed a model that ensured continuous support, operating in the event of a loss of resources or offshore team. • Overhauled documentation process, creating simplified instructions to reduce complexity for end users, and promptly resolving issues to return the customer to a work state more efficiently. • Proactively developed ways to improve overall customer experience and enhance security through deep dive conversations with customers to uncover areas in need of improvement.
• Partnered with customers to develop SLA’s to ensure work is completed in a timely fashion with clearly stated expectations.
WorldpayLeader | Enterprise Architecture & Digital Transformation
Oct. 2019 - Dec. 2020Cincinnati, OhioHere, I directed a global onsite and remote (US, UK, India, China) team of 10 to provide exceptional support and DevOps to the VDI and FAT Client environment for a domestic and international customer base of 5000. Highlights of my accomplishments include: • Developed and steered an innovative migration strategy to move VDI from Horizon to Citrix that generated a $300k synergy.
• Led the construction of 4 segmented hybrid VDI / VDA environments and provided 5000+ concurrent sessions across 2 DC + Cloud.
• Navigated the challenges of the COVID19 global pandemic pivoting to transition 5000+ employees to remote operations within 72 hours. Coordinated efforts across multiple business units to ensure a seamless and secure transition to WFH.
• Developed new crisis management documentation to minimize complexity for end users.
Fast Pace Urgent CareVICE PRESIDENT OF IT | ENTERPRISE ARCHITECT
Jan. 2017 - Oct. 2019Brentwood, TennesseeI was recruited to develop and execute the company’s entire IT strategy where none had previously existed. I brought order and structure to the company by modernizing IT processes, procedures, and systems and breaking down siloes. I built and led a team of 150 employees and managed a CapEx budget of $1.5M and an OpEx budget of $4M. Highlights of my accomplishments include: • Concepted and implemented “Clinic in a Box” (a fully functional IT setup) across new and refreshed clinics saving the company over $300k.
• Created and launched a centralized call center, staffed by 40 agents, to manage 1000 helpdesk, billing, and customer support calls per day. • Transitioned the company from SaaS (Cloud) strategy to an on-Prem model which reduced costs.
• Decreased overall spending by 25% by streamlining and standardizing end user hardware purchases from 7 types to 1.
UBSIT Product Management | End User Services
Aug. 2015 - Jan. 2017Nashville, TennesseeAt UBS, I directed key continuous improvement initiatives across services, products, and processes in alignment with company vision. I set the overall strategy and developed and led the implementation of a strategic roadmap for programs, products, and services. I partnered with senior leadership to identify and translate business needs and requirements for new and existing IT services. I proactively pinpointed and alleviated pain points. Shifted company mindset and focus from product to service.
SWFL Regional Technology PartnershipBoard Member
Feb. 2014 - Aug. 2014Fort Myers, Florida Area
21st Century OncologyDirector of IT Support Services
Jan. 2013 - Oct. 2014Fort Myers, Florida AreaHere, I managed daily IT operations with a budget of $10M+. I set the IT strategy firmly in place by developing and prioritizing new metrics and SLA’s. I refined my skillset in removing obstacles and roadblocks that hindered success. I maintained transparent communications with key stakeholders. Ensured a high level of customer support and satisfaction. I strengthened relationships among vendors.
NWN CorporationDatacenter Practice Lead
Jun. 2012 - Jan. 2013Houston, TX• Provide leadership and guidance to all of the Datacenter Team consisting of both Pre and Post Sales Engineers.
• Low, Mid, and High level understanding of all Datacenter areas (SAN, Servers, Software
• Going out on Pre and Post Sales meeting with Account Executives.
• Establish technical relationships with future, current, and former customers at all levels of business.
• Demonstration, Sales, and Support of SaaS and DaaS models.
• Scoping Projects and doing Budgetary Estimates for projects / potential business.
• Serve as SME for all VMWare, Citrix, and Storage discussions and builds.
• Construction of multiple XenApp, XenDesktop, Netscaler environments varying in size from 10 –
10,000 users
Cogent HMGTechnical Services Manager
Jan. 2012 - May. 2012Brentwood, TN• Provide leadership and guidance to all of the Technical Services Division consisting of both HelpDesk and System Administration teams.
• Give strategic leadership and management of all Technical Services, which includes, Corporate and Remote Locations, Datacenters, and Services.
• Build, mature, and maintain relationships with internal and external departments, lines of business, executive team, partners, and board members to ensure needs are meet.
• Select, negotiate, and manages vendor relationships.
• Assist in building, balancing, and managing the IT CapEx and OpEx budget.
• Create visibility with the IT department by developing standard metrics which shows IT’s value to
the business.
Cogent HMGHelpDesk Manager
Dec. 2009 - Jan. 2012Brentwood, TN• Building a team of multi-talented individuals to field daily HelpDesk calls as well as working on various other projects in relation to current priorities.
• Assist in overseeing the entire network and telecommunication system.
• Constantly strive for improvement of our customer service.
• Maintain accurate inventory of all IT Assets within the company to include assigned employee,
primary physical location, warranty expiration, and lifecycle.
• Develop, maintain, and enforce IT Policies within the organization on various levels.
• Assist in development and execution of 5-year IT Plan to include infrastructure upgrades, desktop
standardization, application enhancement, and overall customer service.
• Working with and manage outside vendors on various projects/relationships.
• Using lifecycle management to perform routine analysis to discover major flaws or errors in
hardware or software.
Cogent HealthcareSr. Systems Administrator
Apr. 2008 - Dec. 2009Brentwood, TN• Installed, Configured, and Administer Altiris Environment • Create workflows at request of management to handle different types of requests. (Change
Management, New Equipment Ordering, and Employee Feedback)
• Automate various manual business processes in order to improve productivity and save man hours.
• Produced Reports from Altiris HelpDesk using Crystal Reports XI.
• Trained entire company and IT Staff on how to use both End User and Admin side of the
HelpDesk Incident Management Web Parts.
• Created documentation on entire Altiris Infrastructure creation and setup.
• Published Articles to juice.altiris.com (mostly about workflow) in order to assist other Altiris Users
in discovering true potential of the software.
• Traveled both in and out of state for training and conferences.
• Managed inventory project for entire company which included HQ and all Hospital Programs.
Hot TopicNetwork Administrator
Nov. 2005 - Apr. 2007
Community Education PartnersSupport Specialist
Jan. 2005 - Sep. 2005
Intch is a Professional Networking App for the Future of WorkSee more people like Wesley on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
489368 people
24
Data Scientist Intern @ Newell Brands
16
Program Manager @ DISH Network
18
Senior Software Engineer @ EarnIn
98819 people
42
Senior Mining Engineer @ Riot blockchain
16
CEO/Data Engineer and Consultant @ Propeltech Services LLC
21
Technical Support Engineer - L2 @ Axis Communications / 2N